Careers · ServiceNow & ITOM

ServiceNow ITOM Specialist

ITOM · Discovery · CMDB · CSDM

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Your role

You make what keeps the organization running visible and reliable: the infrastructure, the services and the events that affect them. Your work gives IT teams an accurate view to decide, prioritize and act before things break.

You work on client engagements to deploy and stabilize ServiceNow ITOM capabilities. You configure Discovery, you structure the CMDB on CSDM and you safeguard the data quality that incident, change and service management depend on. Depending on the engagement, you extend coverage to service mapping or event management. You work remotely, in direct contact with the client’s operations, architecture and security teams. This role suits an intermediate profile (2 to 5 years) who is autonomous on day-to-day Discovery and CMDB work.

Main responsibilities

  • ›Configure and deploy ServiceNow Discovery (MID Server, credentials, schedules, probes and sensors) across client environments.
  • ›Structure and maintain the CMDB according to the CSDM (Common Service Data Model) and the appropriate CI classes.
  • ›Measure and improve CMDB health (completeness, compliance, correctness) through the CMDB Health Dashboard.
  • ›Diagnose and resolve discovery gaps, orphan CIs, duplicates and missing relationships.
  • ›Extend ITOM coverage as the engagement requires: service mapping (Service Mapping) or event management (Event Management).
  • ›Document configurations, custom patterns and reconciliation rules (IRE).
  • ›Support operations teams in using ITOM data (dependencies, events, service health).

What you bring

  • ✔Hands-on experience with ServiceNow Discovery (MID Server, patterns, horizontal discovery)
  • ✔Solid understanding of the CMDB and CSDM (CI classes, relationships, dependency views)
  • ✔Knowledge of discovered protocols and technologies (SNMP, WMI, SSH, load balancers, databases, cloud)
  • ✔Discipline around data quality and reconciliation (IRE, deduplication)
  • ✔Exposure to Service Mapping or Event Management, an asset to broaden engagement coverage
  • ✔Ability to explain ITOM data (dependencies, service health) to non-technical teams
  • ✔Autonomy in a remote setting and a collaborative approach with client teams

Desired certifications

🎓 Required or in progress

ServiceNow Certified System Administrator (CSA).

🎓 An asset

ServiceNow CIS-Discovery, CIS-Service Mapping, CIS-Event Management, CIS-ITOM Health, CMDB / CSDM micro-certifications.

Expected deliverables

  • ›Operational Discovery configuration (schedules, MID Servers, credentials)
  • ›CMDB aligned with CSDM with a gap remediation plan
  • ›Service maps or event management delivered when required by the engagement
  • ›CMDB health dashboard and periodic data quality report
  • ›Knowledge transfer documentation for operations teams

Ready to make our clients’ platform reliable?

Apply now

Required experience

ServiceNow Discovery (2-4 years)

Advanced. MID Server, credentials, schedules, probes and sensors configuration, discovery debugging.

CMDB (2-4 years)

Advanced. CI classes, relationships, reconciliation (IRE), deduplication, repository health.

CSDM (1-2 years)

Intermediate. Applying the model, Foundation, Design and Manage Technical Services domains.

Service Mapping or Event Management (0-2 years)

Beginner to intermediate. Exposure to service mapping or event management, a valued asset.

Protocols and infrastructure (2-4 years)

Intermediate to advanced. SNMP, WMI, SSH, network, servers, databases, cloud platforms.

ServiceNow scripting (1-3 years)

Intermediate. Reading and adjusting pattern operations, platform-side JavaScript basics.

ITSM (1-3 years)

Intermediate. Understanding of incident, change and event processes that consume ITOM data.

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